IT Service Desk Analyst

Grant Thornton Capability Center Poland (GTCC) supports the operations of the Grant Thornton Advisors multinational platform. The center brings together people, technology, and delivery capabilities to help teams work across markets and time zones, providing scale, coordination, and operational support for more than 25,000 professionals across 20+ firms. GTCC employees engage in meaningful work, contribute globally, collaborate across countries, and benefit from clear career paths and international exposure.

• Hands-on experience with Windows OS, Apple macOS, Microsoft 365 applications, Active Directory (basic user administration), ITSM tools such as ServiceNow, Jira Service Management, or similar.
• Proficient troubleshooting of Apple iOS and Android devices.
• Knowledge of networking concepts including VPN, DNS, LAN/WAN.
• Basic understanding of endpoint security fundamentals.
• Very good English communication skills, spoken and written.
• Strong customer service orientation and problem-solving skills.
• Ability to work under pressure and manage multiple tasks.
• Willingness to learn and develop in a fast-paced IT environment.
• Ability to work well within a geographically dispersed team.
• Fluency in Polish.

Nice to have:

• ITIL Foundation certification or practical ITIL knowledge.
• Experience in a shift-based or global support environment.
• Multilingual skills beyond English and Polish (e.g., French, Spanish).
• Bachelor's degree preferred but not mandatory with relevant practical experience.

• Deliver professional, friendly, and effective first-line IT support to end users.
• Maintain a high level of customer satisfaction by setting clear expectations and providing timely updates.
• Ensure all interactions meet internal service quality standards.
• Handle user communications with empathy, clarity, and professionalism.
• Manage VIP and other escalations with timely response and proactive updates until resolution.
• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
• Work in a KPI and SLA-driven environment to meet response and resolution targets.
• Perform initial diagnosis and troubleshooting for technical issues.
• Resolve Level 1 capable incidents and requests.
• Escalate complex issues to L2/L3 support teams with clear and complete documentation.
• Follow ITIL-aligned processes for Incident, Request, and Knowledge Management.
• Provide Level 1 support for Windows 11 and Apple macOS endpoints, Microsoft 365 applications, Active Directory (password resets, account unlocks, basic access provisioning), hardware, application, VPN, and network connectivity issues.
• Create, update, and maintain knowledge base articles in ServiceNow.
• Document common issues, troubleshooting steps, and standard operating procedures.
• Use knowledge articles to improve first-contact resolution and reduce repeat incidents.
• Contribute to continuous improvement of support processes and self-service resources.
• Ensure compliance with internal IT security, data protection, and access control policies.
• Participate in global shift rotations, including early morning or late evening shifts.
• Collaborate with global teams to improve service quality and efficiency.